Frontline Sales Seminars and Workshops
Brilliant sales people can literally make the difference between a good year and a great year. Our courses develop people who can sell, who want to sell and who are proud to sell. Based on our research and work with sales teams in every conceivable sales environment we have developed a core suite of courses that cater for people at every level in sales functions, including retail, contact centers or face-to-face.
Frontline Sales Course Offerings
Maximizing Your Impact
Service based sales is the key to increased profitability. This seminar is designed to introduce front-line personnel to the Khoury Group Guiding Principles and best practice Service and Sales Process. This impactful, interactive course provides foundation for service driven profit maximization. Participants will gain a working knowledge of service concepts and key consumer focused dialogue that will open doors of opportunities for their customers, themselves and the company.
Psychology of Selling
The most effective sales professionals understand that selling is the fusion of soft and technical skills creating an atmosphere for customers to buy. The key to getting a customer to buy what you sell is to build trust, be understanding of the needs and wants, and establish a comfort level with the person who is your potential buyer so that he/she buys from YOU. By doing this, you help the buyer make informed decisions and make it easy and safe to buy. Throughout this workshop, participants will solidify their belief in their own ability to match products to needs and wants and truly understand the "why's" behind each element of the process so that they are able to maximize with every customer.
Putting It Into Practice
A confident, credible delivery can only be achieved through "perfect" practice. This workshop gives each participant an opportunity to openly share their successes and present "perfectly" prepared practice exercises focusing on specific areas of desired improvement. This is a fun, fast paced workshop!
Video Role Play
LIGHTS, CAMERA, ACTION! Awareness of the impact words and actions have on the outcome of every transaction is a critical element of success. This workshop begins with a review of the Service & Sales Process. The participants are then introduced to the concept of peer coaching and feedback. Then the FUN begins! Each participant is video taped (in a private setting) while "performing" a prepared role-play scenario with a the Khoury Group facilitator. After the video taping sessions, the group is reassembled to view the tapes and provide feedback to each "player." The primary benefit of this workshop is each participant received assistance from the tangible documentation of the tape and input from their peers in identifying specific dialogue and "body language" techniques that will enhance the credibility of their delivery.
Consistency Counts
Consistent practices bring about more consistent results. This workshop allows clients to refocus their team on the Khoury Group concepts and techniques through review and role playing product offerings in a controlled environment. The basic premise of this workshop is to provide a forum for them to:
review the sales and service process through discussion of the why and how of each step, practice key offer dialogues, discuss some of the "roadblocks" (either perceived challenges or customer objections) that preclude them from reaching consistency and practice overcoming them.
Dueling Dialogues Workshop
This team based practice workshop allows frontline team members to become more mindful of the importance and benefits derived from specific key dialogue usage. The group focuses on key offer and objection response dialogue. They are then divided into teams. Each team is given an opportunity to practice the previously reviewed dialogue. Then, armed with a voice recorder, the teams participate in several rounds of "recording" responses to specific product offer objections. The group reaches consensus on which team's responses are more effective in the areas of content, clarity and presentation style. This is a fun, fast paced workshop that promotes the importance of diligent practice and team work!
Building Revenue/Inbound & Outbound Telephone Sales
This seminar is designed for local and retail operations. It introduces a systematic approaches to utilizing the telephone as a tool to GET (Gain new, Enhance existing, or Take-back/recoup lost) business. Participants will gain a working knowledge of telephone service and sales concepts and key consumer focused dialogue that will open doors of opportunities for their operation, customers, and themselves. Note: This course can be delivered as a 4 hour session, focusing solely on Inbound or Outbound.
SuperVision
Rainmaker Strategies - By best design selling it is a fusion of skills, soft and technical that creates an atmosphere conducive for customers to buy. This course, centered around six key "rainmaker" strategies (Prospecting, Preparation, The Call, Measurement, Relationship Maintenance, Service Resolution) engages participants in developing rainmaker skills that foster lifetime relationship that lead to exponential grow in revenue streams.
Maximizing on Calls
First impressions are lasting and often the customer's first impressions of the company are formulated by the relationship that is developed between them and the Telephone Sales Representatives. This seminar is designed to introduce call center personnel to the Guiding Principles and the Telephone Service & Sales Process. Participants will gain a greater sense of the importance of thorough product knowledge, develop a working knowledge of true customer centered service concepts, and begin to master proven techniques and dialogue for telephone sales.
Controlling the Call
Awareness of the impact words have on the number of calls possible and the outcome of every call are critical elements of success. This workshop begins with a review of the Telephone Service and Sales process. The participants are then introduced to the concept of peer coaching and feedback. Participants will have an opportunity to openly share their successes and listen to their own calls to help them improve performance! A favorite workshop, the workshop is designed to help each participant have a greater understanding of the process, improve handle time and booking ratio by listening to real calls.
Overcome Objections
"O" equals opportunity. The purpose of this interactive workshop is to ensure participants fully understand that a customer objection or even a pause is an opportunity to provide the customer with more information. Overcoming an objection is getting the customer to change the way he/she sees the picture. Being effective in this area will build confidence and maximize revenue opportunities!
Key Account Management
A recipe for successful ongoing customers is to be able to establish and maintain relationships. This workshop will provide delegates with an understanding of the value of Key Account Management and how to apply the techniques to their accounts. Participants will develop strategic analyses for key accounts, establish realistic goals and revenue targets, and devise action plans for bringing the plans into reality.
Negotiation & Influencing Skills
Once the opportunity is earned to secure an appointment with a prospect or current client, it is important to make sure you are armed with the proper skills and talents to close the deal. The purpose of this workshop is to enable participants to influence and negotiate effectively using the 7 stages of negotiation. This workshop will focus on the different approaches to negotiation and will help participants to build confidence for delivery of future negotiations through role play.
Management and Leadership Workshops
There is much debate about the difference between leadership and management. We do believe Leaders should manage, managers should lead. If your business is to succeed, each must positively impact on what people do and say within your organization. One of the primary characteristics of a leader is vision. The most effective leaders have the ability to see beyond the obvious, the ordinary and cause something extraordinary to come of it. Our Management and Leadership programs help your senior teams develop their own "SuperVision" in a way that drives the right behaviors and creates cultures of sales.
Management and Leadership Course Offerings
Capitalizing on Sales Management
Most every dollar generated by a company passes through the hands of its front-line personnel. The truly successful operation is one that provides growth opportunity and supports the frontline in promoting its products and services. This course will provide the management team with tangible tools (e.g., Coaching and Feedback, Daily Game Plan, Sales Logs, Performance Boards, etc.) and techniques necessary to effectively implement the Service and Sales Process. Successful implementation will lead to sustained performance, customer satisfaction, and enhanced profit opportunities.
Finding the Right Fit
An effective recruitment plan is a key component of sustained performance. Through this workshop participants will discover the impact a proactive recruitment strategy can have on employee morale, customer loyalty and long-term profitability. They will develop skills enabling them to more readily identify the "ideal candidate", learn where to find, how to attract qualified candidates, and how to conduct performance based interviews.
Coaching Through Leadership
The sum of those that choose to follow equals a true leader. This workshop provides an opportunity for front-line management to hone their leadership skills by becoming more familiar with the Service and Sales Process from the coach's perspective. Participants will gain a greater understanding of the impact coaching has on their employees. Through the use of prepared scenarios and a customized Khoury Group Coaching and Feedback tool, each participant will have an opportunity to practice giving positive, constructive feedback. More consistent coaching will "lead" to more consistent results in every facet of the operation, from employee morale to improved service/sales skills.
Analyzing the Numbers
The separation of truly successful operations of today from the masses begins with employees (at every level) understanding the impact of incremental revenue on the company's profitability. This interactive workshop aids management in developing a thorough understanding of the "numbers" and the importance of incorporating consistent goal setting sessions with employees.
Leadership and Motivation
This workshop will provide participants with an understanding of the principles of leadership and its effective application within the working environment. Participants will explore a number of leadership and motivation theories and through role play exercises they will practice different approaches and styles in leading individuals and teams.
Elements of Effective Communication
Who wouldn't like to substantially increase their communication success? Communication is action that brings about reaction. The underlying purpose is to influence performance, thought, or emotion. This workshop was designed to help broaden influence through effective communication. Scientific research on behavior styles shows us that people communicate, think, and behave predictably different. Using behavior specific communication techniques can greatly affect the ability to create and preserve successful relationships. In this highly participatory workshop participants will learn to: become more mindful of the content of their messages, choose communication methods that trigger the desired reaction, identify behavioral styles and understand how they impact the overall relationship between themselves and others.
Advanced Coaching Through Leadership
This workshop assists in further developing management team coaching skills, increase familiarity of key leadership qualities and utilization of them as day to day tools. Through open discussion of principles and practice of key coaching and feedback techniques, participants gain a greater understanding of the impact coaching has on individual and team performance. A major component of this workshop is a round-table discussion of a selected pre-workshop reading assignment. The goal is to increase familiarity with key leadership qualities and gain the team's commitment to utilizing them as development tools.
Building Effective Relationships and Achieving Positive Outcomes
Participants will learn how to effectively challenge and motivate. The course will also teach them how to have uncomfortable, tough conversations with employees that so many avoid. This workshop is designed to provide the skills and knowledge to take responsibility for delivering results through their people.
Managing Call Quality
This workshop will enable delegates to understand the importance of balancing quantitative performance measures with qualitative ones. It will give Team Leaders and Managers practical experience of assessing and measuring the quality of call handling. Participants will learn how to identify best practice calls, putting the customer at the heart of each call, giving behavioral quality feedback, and rewarding for top performance.
Managing Business Change
This workshop will provide managers with the knowledge and skills required to manage business change successfully. It will give managers the ability to understand key issues and their implications and how to plan for and manage that change. Participants will gain a clear understanding of the full impact of change on people and the process for change within an organization.
Time Management
This workshop will give participants the skills and knowledge required to manage their own and others' workloads. It will enable them to prioritize and manage their time in line with business needs and delegate where appropriate.